Earl Heard
Desktop Support Engineer @WellMed Medical Management
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WORK HISTORY
Desktop Support Engineer @WellMed Medical Management
Houston, TX, US
Desktop Support Engineer (EUC / Endpoint Support)WellMed | Nov 2024 – Present | Houston, TXProvide enterprise endpoint support for users across desktops, laptops, mobile devices, and peripheralsTroubleshoot and resolve complex endpoint, identity, and application issues using Microsoft Intune and Active DirectorySupport endpoint lifecycle management, including device provisioning, refresh, replacement, and decommissioningPerform basic patch management, including validating Windows updates and ensuring endpoint complianceDeliver white-glove (VIP) support to executive users, ensuring minimal downtimeCollaborate with infrastructure and security teams to resolve high-impact incidents and improve system stabilityManage and resolve incidents using ServiceNow while consistently meeting SLA targets
EDUCATION
American InterContinental University
Bachelor's Degree
American InterContinental University
Bachelor of Information Technology, Information Technology
American InterContinental University
Bachelor of Information Technology , Information Technology
SKILLS
ABOUT EARL HEARD
I am a Desktop Support Engineer at IHS Marketing, a division of S&P Global that provides data and insights for the energy and automotive sectors. I have over 18 years of experience in the IT field, working with various technologies and platforms to deliver end-to-end solutions for clients and users.My core competencies include cloud administration, virtual networks, Amazon Kinesis, technical support, Active Directory, SCCM, MECM, Intune, BitLocker, Cisco AMP, CyberArk, and Office 365. I am also proficient in SQL, PowerShell, and Bomgar. I manage user accounts, troubleshoot devices, push software, image laptops, support AV equipment, and handle onboarding and offboarding processes. I have a bachelor\'s degree in information technology and several certifications that validate my skills and knowledge.My mission is to provide high-quality and efficient services that meet the needs and expectations of the clients and users, while also learning and growing as a professional. I have a proven track record of deploying, refreshing, troubleshooting, and maintaining workstations, servers, networks, and applications, using the best practices and tools in the industry. I also have a passion for innovation and staying updated with the latest trends and developments in the IT field.
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